Technical Support Analyst - Helix ITSM BMC Software

3.0 - 6.0 years

5 - 8 Lacs

Pune

Work from Office

Job Responsibilities: Provide technical support and issue resolution for BMC Helix ITSM suite (including Incident, Change, Problem, Asset, and Knowledge Management). Troubleshoot and resolve Helix ITSM-related issues including performance, integration, access, and workflow issues. Monitor and maintain system performance, ensuring minimal downtime and optimal operation. Collaborate with internal teams and third-party vendors to resolve complex issues. Act as the first point of contact for Helix ITSM support tickets and ensure timely resolution as per SLAs. Perform root cause analysis of recurring issues and suggest preventive measures. Document technical issues and solutions for future reference in the knowledge base. Support user onboarding and provide training on Helix ITSM modules as needed. Participate in regular patching, upgrades, and system enhancements in coordination with the infrastructure team. Maintain data integrity and manage user access roles and permissions. Coordinate with the BMC support team for unresolved product issues or bug fixes. Ensure compliance with ITIL processes and service management best practices.

Posted 5 days ago

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